T-Mobile Washington & Rosemead

Thank you, Chris, for your excellent service! Your knowledge of the T-Mobile system made the entire experience flawless. I truly appreciate your professionalism, patience, and expertise. Great job!

I went i to the store because my iPhone 11 shutoff and wiuod NOT turn back on. David assisted to the beat of his ability and went over and above to help me with other options avaito better assist me, this was definitely STELLAR customer service, David is AWESOME!

I spoke to Chris in person at the t-mobile in Whittier on August 17th, 2026 on or around 12:30pm. Upon checking in I had asked to speak to a manager and he stated he was. I explained to him that I had called 611 on August 5th to have 4 lines removed so my daughter could become responsible for them but 3 still had not been taken off of my account and it had been 12 days. He was not very welcoming nor understanding and came off with an attitude. He cut me off several times while trying to explain my situation which was extremely rude. He stated he was unable to remove the 3 lines from my account that I had previously requested and that I needed to call 611 that he could not help me. I explained to him I did that on August 5th and again on August 14th, I was transferred 4 times spoke to Judith, Kate, Ray, Mary and Kayla and not one of them could help me. That’s why I came out in 90 degree weather to get this taken care of at a t-mobile store in person. So again today August 17, 2026 I called 611 from the store and spoke to Seb who told me he could NOT take off the lines I had requested to be removed from my account. I told him “I hope the call was being recorded so that t-mobile can see for themselves the information that I was given and I would most likely remove all of my lines completely and switch over to another phone company.” Chris told me a “change of responsibility” had to be made and that the only facility that could assist me was in Pico Rivera and wrote down the address, that they specialize in doing that since he actually came from that location himself. He didn’t take into consideration that I might be on public transportation and it would have been an inconvenience for me. I asked the staff in Pico Rivera upon arriving if that was true and they stated that it was not that any location could have helped me and did not even recognize his name. Drea in Pico Rivera was the only person able to actually assist me and get the lines taken off of my account within 5 minutes. She said within 3 days they should no longer show up on my app in which was actually true. I found this to be disheartening after being a customer with t-mobile for over 25+ years and had numerous phone lines and equipment costing over thousands and thousands of dollars to be treated with such disregard is appalling. If it had not been for Drea I would have switched to another phone company. Employees who are not willing to be understanding, compassionate and helpful with their customers should NOT be employed. If what Chis said was true, that he was actually a manager I believe he needs to be retained by someone like Drea and be honest with your customers that he just didn’t want to assist me and pass the ball to another location. Making me waste my time and gas. Unfortunately the Whittier location is just down the street from my house but in the future I will NOT be returning to do business there because of this incident. Nor will I recommend that location to anyone. I truly hope that my next bill will reflect the request as of August 5th to not be charged for those 4 phone lines since I had requested them be taken off of my account. I truly hope no one else has to go through this in the future. I can honestly recommend going to this location and speaking to Drea.